Devoted to Managers and those that seek to improve their management skills

"I don’t focus on any one point. I’ve always been a voracious reader and watch everything I can. I look at passenger and airplane statistics, customer complaints and suggestions, our response to customers and many other points."

Kelleher was responding to an interview question where he was asked how he judged the health of the Southwest Airlines (LUV). Also within the question was if there were a few key statistics or specific indicators that he looked for.

His response is telling in that he's looking for a story that is emerging on a day-to-day basis. That's what he means when he says that he reads and looks at as much material as he can. He's looking to see an overall view of the company, not only a small little piece.

It's only when you read the little pieces that you get a big picture; similar to putting a puzzle together. You know what the picture is supposed to look like, but you have to make sure the pieces are being put together in the way they should to form that picture.

Basically what he did was look at the various contact points and what happened. Sometimes we can even look at what's not happening as something to read. For example, if there are a lot fewer complaints, their very lack speaks to how we're handling customers.

I think the most important part of looking at the health of our business is in letting the various things we study and hear about it tell us the story it's telling. We need to not overlook what it's really saying. We need to not try to interpret it, but just let it say what it says without blinders on our eyes.

Kelleher didn't mind hearing the story as it really was. It's one of the main reasons Southwest responded so quickly to concerns and kept such good faith with their customers.

Other Herb Kelleher Sources:

A Culture of Commitment

HERB KELLEHER

The wild turkey

Herb Kelleher on the Record, Part 1

Herb Kelleher Talks about How Southwest Airlines Grew from Entrepreneurial Startup to Industry Leadership

Belief Model for The Leadership of Herb Kelleher (Southwest Airlines)

Herb Kelleher, Chairman, CEO and President, Southwest Airlines

Remember to Sign up for my feed, bizzbite and digg this!